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QUESTION NO:2

Which of the following techniques has proven useful in translating customer needs into

product design features?

A. Changing perceptions

B. Customer service principles

C. Confrontation and problem solving

D. Quality function deployment

Answer: D

Answers a and c are customer conflict resolution techniques. Answer b addresses service

principles, not the question at hanD. The role of quality function deployment (QFD) is to

translate customer needs into design features.

QUESTION NO:7

A six sigma improvement team may be required to analyze customer data in order to define a

project or the results of an improvement. Which of the following tools would be of LEAST

value?

A. Conflict resolution

B. Statistical analysis

C. Matrix diagrams

D. Pareto analysis

Answer: A

Note that a negative response is requesteD. The techniques suggested by answers b, c and d,

plus others, can be employeD. Additionally, most of these tools are more effective if they are

used on similar customer data, over different time periods, to ascertain if the improvement is

still valid or if there are changes in the market. Answer a is a good choice for many

questions but not this one.

QUESTION NO:12

Good improvement team members will:

A. Provide valid excuses when they miss a meeting

B. Agree with the team even when it is wrong

C. Encourage participation by other team members

D. Withhold unpopular information from the team

Answer: C

Answers b and d might indicate a condition known as groupthink, which is to be avoideD.

Generally, good team members don’t miss meetings and therefore, don’t need excuses (a). A

good team member will encourage participation by other members.

QUESTION NO:3

The SIPOC business model helps everyone in the company see the business from an overall

process perspective. However, it does NOT:

A. Provide a framework applicable to processes of all sizes

B. Identify the few key business customers

C. Display cross-function activities in simple terms

D. Help maintain the big business picture

Answer: B

Note that a negative response is requesteD. The odd choice out is answer B Identification of

the key business customers is done by means other than a SIPOC model. The other answers

a, c and d are valid.

QUESTION NO:13

Which of the following describes poorly functioning teams?

A. Members act independently without inter-dependency

B. Objectives are realistically set and met

C. Team members listen to what is being said

D. Facts and opinions are distinguished

Answer: A

The key question phrase is “poorly functioning.” Answers b, c and d are desirable team

characteristics (team members listen well and objectives are realistically set and met and

facts and opinions are distinguished). Answer a is a poor characteristic in any team or group.

Team members must be able to act both independent and interdependently.

QUESTION NO:1

The right hand side of a completed “house of quality” (HOQ) displays rankings and values

for:

A. Customer needs or desires

B. Competitive assessments or comparisons

C. Design feature measurements and importance

D. Design feature interactions

Answer: B

The subroof of a HOQ displays design features and the roof shows design feature interactions

(deliminated). The “basement” of the HOQ shows target values, or design features and

technical importance(c eliminated). The left side of the HOQ details key customer needs or

desires (a eliminated). The right side of the HOQ shows competitive assessments and/or

comparisons.

QUESTION NO:6

A customer satisfaction program was started on the right foot and has gone very well for the

last year or so. The company should:

A. Look to improve the program, with new customer input

B. Do nothing with the program, it’s not broken

C. Form a manager’s group to add new wrinkles to the program

D. Concentrate on long term customers

Answer: A

Even though the customer satisfaction program has gone well for a certain time frame, one

still must continue to listen to the customer. Answer b, to do nothing, would probably not

keep your company competitive. Answer c, forming a manager’s group, is too restrictive. It

permits internal people to formulate external customer expectations. Answer d is too

restrictive for a variety of reasons. Lack of growth could be one of them.

QUESTION NO:4

The organization’s customer service program can be enhanced in many ways. One of the

ways would be:

A. Provide better procedures for customer service personnel

B. Restrict access to customer data

C. Have supervisors available to answer more questions

D. Utilize employee involvement

Answer: D

Customer service is important to an organization. To increase its effectiveness, everyone

should be involveD. This would mean all employees. Better procedures (answer a) can help.

Restricting access to customer data (answer b) is not gooD. A supervisor being available to

answer more questions (answer c) is going backwards. Employee involvement places

decision making at the level where the action occurs (answer d).

QUESTION NO:10

In most cases, an improvement team receives the least control and direction during which of

the following stages:

A. Building

B. Storming

C. Performing

D. Alarming

Answer: C

The performing stage is the most mature and advanced team stage. The team leader (and/or

facilitator) would provide the least control and direction because the team has demonstrated

their own effective decision making capability.

QUESTION:11

Excessive conflict within an improvement team:

A. Has a negative effect on team members and should be avoided

B. Has a positive effect on creating alternate solutions

C. Most often results in win-win situations

D. Promotes equal participation among members

Answer: A

Excessive conflict within a team often has a negative effect on team members. Conflict most

often results in win-lose or lose-lose situations. Rarely will either a win-win situation or

creative alternate solutions result. Only a few exceptional personalities thrive in an

environment of conflict.

QUESTION NO:9

During the team building phase, which of the following best describes the actions of the

team?

A. The group is uncertain of their duties

B. Members prioritize and perform tasks

C. Member cooperation is evident

D. The team leader usually delegates duties

Answer: A

This question requires some knowledge of team life cycles. Some authorities refer to the

team life cycle phases as build, develop and optimize. Others use forming, storming,

norming and performing. The building phase is an early one in which the leader provides

more direction and the group is uncertain of their roles and duties (Answer a). During this

period, the leader does not delegate responsibilities readily and the team usually does not

have the skills and experience to prioritize and perform tasks without assistance.

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